injured employee hotline · medcor provides injury triage services, providing instant access to...

Injured Employee Hotline:Peace of mind when

accidents happen

1©Church Mutual Insurance Company

“Our maintenance man tripped on cleaning supplies that were

left on the floor.

He took a hard fall and landed on his arm.

I didn’t know if he needed to simply ice his arm or if I needed

to take him to the clinic.

It put a lot of pressure on me to make the right decision.”

-Supervisor at a school

2© Church Mutual Insurance Company

Protect Your People

“After the Sunday service, our organist fell going down the stairs and

banged her head pretty badly.

She insisted she was fine so we didn’t push her to see a doctor.

Today her husband took her to the ER because she was experiencing

headaches, confusion and memory loss.

They said she should have come in immediately after the fall.

Now I feel horrible that we didn’t make her see a doctor. I hope she’s

okay.” – Pastor at a church


Protect Your People

Protect Your People

“Without medical training or experience a decision that involves the well-

being of another person can be difficult to make. Whatever the

decision, it will have physical, financial and even emotional

ramifications.”

Mader, S., & Kleeburg, P. “How to Handle Work-Place Injuries –with a Telephone Call.” The

Journal of Workers Compensation Vol. 17 No. 2. Winter 2008.


Why Medcor?

Medcor provides injury triage services, providing instant access to

specially trained medical professionals

• Credentialed staff available 24/7

• Prevents 35-50% injuries from becoming claims

• 13% reduction in emergency room visits

• CMIC chose to partner with #1 triage provider

“With Medcor, employees are able to self-treat minor injuries with a nurse over the

phone and stay active on the worksite. Instead of tying up two people to take the

injured worker offsite for medical attention, Medcor takes care of them on the spot.”

-Ray Hansen, Safety Director, Sure Steel, Inc.


What is Triage?

Triage assessment determines the degree of urgency for an injury

• Caller shares details of injury and scenario by phone

• RN uses proprietary software to assess symptoms and severity of the injury

• Recommendations made for treatment and best course of action

Benefits of Telephonic Triage

• Faster, more appropriate treatment of injury

• Costly and unnecessary clinic and emergency room visits avoided

• Recorded calls ensure consistent quality care and accuracy


Workplace Injury Scenario

A facilities employee at the

church was assisting with setup

for a luncheon in the fellowship

hall. He was carrying a box of

decorations to the fellowship

hall from a storage room and

felt a “pop” in his back.

What should he do?


Outcome 1

Employer Process Without Nurse Hotline

• Employee reports injury to supervisor, if present

• Supervisor sends employee to policyholder healthcare provider or their own

personal healthcare provider for treatment (whether needed or not)

• Employee waits to be seen

• First Report of Injury is completed by policyholder

• Church Mutual Insurance company is contacted

• Formal claim is established and financial reserves are established


Outcome 2

Employer Process With Nurse Hotline

• Policyholder and employee call is placed to Nurse Hotline at 844-322-4662

• Expert, consistent, real-time advice is provided to injured employee

• The proper level of care is achieved, excess care is avoided, employee is

reassured

• Call is recorded for later use, if needed

• Medcor sends Nurse Report and First Report Of Injury Forms to Church Mutual

• Church Mutual creates a claim file at the most appropriate level

• Incident Only, Medical Only or Lost Time

• Shares information with the Policyholder

• Employee feels confident in level of care recommendation


Why Nurse Hotline


Benefits to Supervisor

Benefits to Organization

Benefits to Employees

Why Nurse Hotline

Benefits to employees:

• Empathetic Response — Conversations occur with caring professionals who

protect confidentiality.

• Immediate Advice — Employees are not delayed by long wait times at a medical

facility.

• Licensed Nurse — Guided by patented processes and special software to assess

symptoms and make appropriate recommendations.

• Bias Free — Independent evidence-based medical assessment, free of bias from

insurer and employer. 98% agreement rate the nurse recommendation.

• Availability — Call access 24/7 and available in several languages.

• Supervisor Involved — Reassuring and eliminates redundant reporting.


Why Nurse Hotline

Benefits to supervisors:

• Assists With Judgements — Relieves supervisor from the burden of making

stressful medical decisions.

• Avoids Appearance of Bias — Independent service insulates management from

allegations of bias regarding care.

• Jump-starts the paperwork processes — Medcor provides First Report of Injury

and Triage Report to Church Mutual, meaning the supervisor the doesn’t have to

report a second time.


Why Nurse Hotline

Benefits to the organization:

Workers Comp Cost Reduction — Right care at the right time effectively eliminates

unnecessary claims and better controls premiums.

Injury Reporting — Reduces time gap between injury and carrier notification.

Employees stay at work — Nearly half the time self-care/first aid is all that is needed.

Reduction in med costs — Contains rising ER and prescription costs.

• NCCI reported that the median cost of claims is lowest for claims reported on the

day of the accident and within two weeks after an accident

Recording of calls — Limits the opportunity to embellish circumstances and the scope

of injuries.


How Good is the Nurse Hotline?

Church Mutual Policyholder Experience in 2016:

• 10 calls were recommended to call 911

• 30% of calls to our Nurse Hotline resulted in no workers’ compensation claims

• 15 minutes is the average time spent on the phone with a Medcor RN. Its faster

then a trip to the emergency room or doctor – and its free

• 10% reduction in prescription costs


How to Use the Nurse Hotline

Policyholder Reporting Process With Nurse Hotline

• If available, advise supervisor/management immediately of workplace injury

• Call is made to nurse hotline at (844) 322-4662

• Injured employee informs nurse about injury circumstances and symptoms

• Appropriate level of care recommendation is made

• If outside care is recommended, appropriate providers are identified

• Self-Care/Interim Care recommendations are reviewed and forwarded in writing

• If present, supervisor should debrief at the end of the call

• Injured employee is encourages to call back, if necessary


Example of a Call


Is Your Organization Participating?

1. Contact CMIC and Review claim reports

2. Review Medcor reports

3. Feedback and Analysis

• Request employee feedback

• Mid-Level Management feedback

• Fewer Emergency Room treatments

• Lower frequency of lost time cases

• Higher percentage of “incident only” cases

• Reduction in WC Experience Mod


Program Implementation

“Nurse Hotline is a must for employers trying to control their workers’ comp claims,

providing immediate, professional medical care if there is an incident at work – its

simple to implement and use.” — Ansay & Associates

How to successfully launch Nurse Hotline

• Full Senior Management Advocacy and support

• Secure Nurse Hotline materials from Church Mutual

• Develop a communication plan for employees and supervisors

• Provide contact number to employees

• Display Nurse Hotline Process sheet throughout facility

• Promote the better care and experience available for people

• Update your Employee Handbook and Company Policies

• Positive reinforcement, celebrate successes, etc.


Testimonials

“Instead of filling out the First Report of Injury, Medcor completes it and sends it to

us! Less administrative work on our part, which is crucial with tight budgets and efforts

to “do more with less.”

“It removes the difficult dilemma: of “what to do” –because the nurse provides expert

advice on the proper level of care and can provide help on appropriate, local providers

if needed. ”

“The nurse provided a more thorough exam over the phone then the healthcare

provider did when I met them onsite.”

Right Advice, Peace of Mind, Better Outcomes

19©Church Mutual Insurance Company

Resources

Church Mutual’s Nurse Hotline powered by Medcor can be reached

at (844) 322-4662

Questions about the Service? Feel free to contact the Church Mutual’s Risk Control

Central Team at 800-554-2642, ext. 5213

Or Email questions to — [email protected]

Review our website — www.churchmutual.com/nursehotline


mailto:[email protected]

http://www.churchmutual.com/nursehotline


Thank You

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